Customer Success Manager

Customer Success Manager (CI 360)- Hybrid or Remote (Canada)

Nice to meet you!

We’re a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.

We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.

About the job

The Customer Success Manager (CSM) will manage a portfolio of customers who have purchased SAS Customer Intelligence 360 Cloud Marketing solutions, with the goal of supporting each customer from onboarding right through to technology adoption, use expansion, and retention.

The CSM position is key to SAS’ long-term relationship with its customers, as the contribution of each CSM directly impacts the value realized and the ultimate success of the business relationship.

As well as taking responsibility for developing SAS’ relationship with customers, each CSM will be expected to build positive collaborative partnerships with all key internal SAS organizations, to ensure customer needs are being met in a timely manner.

You will:

• Serve as the Primary CSM for Canadian Customers.
• Serve as primary post-sale point of contact to develop strong customer advocates at all levels of the organization (IT to user to Exec), in order to best understand and advise customer staff.
• Responsible for customer communications and conflict resolution.
• Jointly define success with customers by understanding the business problems customers are trying to solve in order to best manage the adoption of the software and exceed customer expectations.
• Create and execute Customer Success Plans that set the vision for strategic adoption and usage to align with the business needs and goals of the customer.
• Monitor Customer Success through a variety of metrics and measures.
• Develop an understanding of the SAS products and services available to help customers adopt and leverage the software to meet their goals and business needs.
• Discover opportunities for additional software, services, education and references (and direct leads accordingly).
• Introduce new software features to customers, prior to each monthly release.
• Develop strategy to work with customers and internal resources to coordinate contract renewals.
• Manage the protection of revenue for the existing renewal stream.
• Assess account needs and recommend appropriate solutions by applying knowledge of marketing goals and objectives, SAS applications, supported hardware platforms, marketing and business trends, and industry knowledge.
• Work closely with sales and presales teams, account managers and executives to facilitate timely response to highly qualified, high revenue potential leads.

Role Competencies:

• Account Planning: Establishing a plan to achieve the sales objectives of an account, taking into consideration overall opportunities, customer business priorities and anticipated business changes, regional issues, past sales results, and available resources; taking action specified in the account plan, reviewing progress, and adjusting the plan as needed.
• Building Customer Relationships: Ensuring that the customer’s internal or external needs are met; building productive relationships with high-priority customers; taking accountability for customer satisfaction and loyalty; using appropriate interpersonal techniques to prevent and resolve escalated customer complaints and regain customer confidence.
• Creating Demand Through Insight: Identifying the targeted account’s business challenges and needs and their probable causes; providing and provoking convincing insights that compel decision makers to discover or reconsider unrecognized problems and opportunities and the value of addressing them with new solutions to achieve better long-term results (e.g., profitability, revenue, market share).
• Driving for Results: Setting high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement.
• Influencing: Using effective involvement and persuasion strategies to gain acceptance of ideas and commitment to actions that support specific work outcomes.

Required Qualifications:

• Bachelor's degree, preferably in Business, Marketing, MIS or related field.
• Bi-Lingual French and English, Fluent speaking/writing proficiency is required.
• A minimum of five years of experience in customer success, sales, business partner relationship development, or technical functions within the technology industry.
• Experience supporting software as a service preferred.
• SaaS Marketing Software, SAS Customer Intelligence, Adobe Marketing Cloud, or Salesforce Marketing Cloud.
• Ability to work and learn independently.
• Excellent written, verbal, and interpersonal communications skills.
• Ability to work effectively in a team environment.
• Ability to travel occasionally.
• Knowledge of SAS products, solutions, and services preferable.
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

Diverse and Inclusive

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are. To put it plainly: you are welcome here.

Additional Information

To qualify, applicants must be legally authorized to work in Canada and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law.